Real Time Coordinator

Responsibilities

• Monitor real-time case volumes and throughput across back office queues including Complaints, Financial Crime, and Fraud
• Process intraday schedule adjustments for absences, lateness, and unplanned non-productive time
• Track agent schedule adherence and generate daily performance snapshots
• Act as the primary real-time point of contact for back office operational matters
• Identify and escalate system issues or emerging SLA breach risks
• Document processes and define metrics to help shape the newly created coordination function

Requirements

• Analytical and problem-solving abilities to interpret real-time data
• Experience working in or closely with a back office function (Complaints, Financial Crime, or Fraud)
• Understanding of case-based workflows and SLA management
• Excellent verbal and written communication skills
• Proficiency in using real-time monitoring tools and analytics platforms
• Knowledge of workforce management software such as Assembled, Calabrio, or Genesys is beneficial
• Ability to prioritize tasks and work under pressure

About the Company

Lendable is a leading fintech unicorn on a mission to build the world's best technology to help people get credit and save money. We have rebuilt consumer finance products from scratch, providing loans, credit cards, and car finance with industry-leading speed.